Terms & Privacy
This page (together with any documents referred to in it) tells you the terms and conditions on which we supply any of the products (Products) listed on our website realflowers.co.uk (our site) to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions. You should print a copy of these terms and conditions for future reference.
Information About Us
realflowers.co.uk is a site operated by Wilsbury Ltd trading as The Real Flower Company (we). We are registered in England and Wales under company number 4618152 and with our registered office at Wey Court West, Union Road, Farnham, Surrey, GU9 7PT Our main trading address is Unit 2, Durleigh Marsh Farm, Petersfield, GU31 5AX. Our VAT number is 799691147.
Intellectual Property Rights
All intellectual property rights concerning this web site including, but not limited to design, text, graphics, logos, images and other materials are owned by Wilsbury Ltd, our licensors, our partners or our affiliates. No content or trademarks may be reproduced, copied, used, sold, and duplicated without our prior written consent.
Access to Our Site
a. You are legally capable of entering into binding contracts
b. You are at least 18 years old.
After placing your order, you will be sent a confirmation e-mail detailing your transaction ID number and confirming the value of your order, which has been debited from your credit or debit card.
If you have any queries regarding your order please contact our customer service team on 01730 818300 or send an e-mail to [email protected]. Our customer service team is available from 9.00am to 5.00pm Monday to Friday.
We will contact you by e-mail or telephone if we have any queries relating to your order.
The purchase of alcohol from The Real Flower Company is subject to age requirements specified by law. Under the Licensing Act of 1964 (United Kingdom), 1976 (Scotland), 1988 (Ireland) and 1990 (Northern Ireland); it is illegal for any individual under the age of 18 to buy, or attempt to buy, alcoholic liquor.
For this reason we may refuse an order or refuse to make a delivery to anyone we suspect to be under 18 years old. By placing an order online you are confirming that you the person ordering the alcohol and that the designated recipient is aged 18 or over.
Alcoholic deliveries must be signed for by an adult aged 18 years or older. If there is no one 18 or older at the address when delivery is attempted the goods will be retained by the driver until delivery can be rearranged by the intended recipient. Alternatively on placing an order you may give instructions explaining if and where you would like the items to be taken and signed for by an appropriate adult – such as with a neighbour (aged 18 or over). Please note that this must be an address within the neighbourhood.
We may also provide links on our site to the websites of other companies, whether affiliated with us or not. We cannot give any undertaking that products you purchase from companies to whose website we have provided a link on our site, will be of satisfactory quality, and any such warranties are DISCLAIMED by us absolutely.
The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.
With the exception of our Trade section, all prices for products on our website are inclusive of VAT at current rates. All prices exclude delivery.
Prices are liable to change at any time.
Our site contains a large number of products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. If a product's correct price is higher than the stated price on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject the order and notify you of such rejection.
We are under no obligation to supply you with the Product at the incorrect (lower) price, even after we have sent you an order confirmation, if the pricing error is obvious and could have reasonably been recognised by you as a mis-pricing.
Payments may be made using a debit or credit card. All cards are subject to validation checks and authorisation by the card issuer. We will not be liable for delays or non-delivery if, for any reason, your card issuer refuses to authorise payment.
Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
We will send out goods according to the delivery day and option selected. We reserve the right to substitute flowers or foliage to the value of the order placed if we do not have the exact flowers or foliage in stock.
Our goods are sent out by courier on a signature optional delivery. This means that the flowers can be left on the property (porch or step) or with a neighbour if there is no one home to accept delivery. If there is an alternative place to leave the flowers on the property please specify this when prompted to do so in the checkout area of our site. If you do not want the flowers to be left if no one is home then please write this in the comments box in the checkout area, the flowers will be taken back to the delivery depot and the recipient will be left a card asking them to call to arrange redelivery.
The products will be at your risk from the time of delivery.
We do not accept any liability for delayed deliveries caused by any third party or by fire, flood or mechanical breakdown.
We do not accept any liability for incorrect postcodes or house names or numbers leading to deliveries to incorrect addresses.
Our Refunds Policy
Flowers and Petals:
We guarantee our bouquets for 5 days from delivery provided that the care instructions are followed. Our petals will last for approximately 24 hours from the delivery date if they are kept in a cool place.
We endeavour to dispatch all of our flowers in perfect condition. In the unlikely event that your flowers have been damaged in transit please keep the flowers and contact us within 24 hours of receipt. We cannot be liable for claims reported outside of this time.
Where possible we will offer to replace the damaged flowers, however if this is not possible we will offer a full refund to the purchaser.
We require two working days’ notice prior to the delivery date for cancellations of bouquets and fresh petals in order to avoid wasting the flowers our farmers have cut for you. For other non-perishable products, we require one working days’ notice prior to the delivery date. Should you need to cancel an order for any reason please e-mail us using the form in our Contact Us (link )page or telephone us on +44 (0)1730 818300.
Any promotions and special offers are only applicable for new orders placed between the dates stated and cannot be applied to any orders placed outside of the promotional period regardless of the scheduled delivery date. Orders placed and/or paid for before or after any promotional period will not be eligible for any discounts, refunds or compensation relating to the promotional offer.
Our Right To Vary These Terms and Conditions
We reserve the right to vary these terms and conditions from time to time.
You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority.
Law and Jurisdiction
Contracts for the purchase of Products through our site will be governed by English law. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
The Real Flower Company is committed to protecting and respecting your privacy.
This policy together with our Terms and Conditions sets out the basis on which any personal data we collect from you during your visit, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
Information We May Collect From You
We may collect and process the following data about you:
• Information that you provide by filling in forms on our site realflowers.co.uk. This includes information provided at the time of registering to use our site, subscribing to our service, posting material or requesting further services. We may also ask you for information when you enter a competition or promotion sponsored by The Real Flower Company (the trading name of Wilsbury Ltd) and when you report a problem with our site.
• If you contact us, we may keep a record of that correspondence.
• We may also ask you to complete surveys that we use for research purposes to improve our service to you, although you do not have to respond to them.
• Details of transactions you carry out through our site and of the fulfilment of your orders.
• Details of your visits to our site including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise, and the resources that you access.
Ip Addresses and Cookies
They enable us:
To estimate our audience size and usage pattern.
To store information about your preferences, and so allow us to customise our site according to your individual interests.
To speed up your searches.
To recognise you when you return to our site.
To share pages with social networks such as Twitter, Facebook and Pinterest
To keep a record of what you have purchased in the past
Cookies are not dangerous, the cookie settings on this website are set to "allow all cookies". By continuing to use this website and look at our products you are automatically consenting to this. You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our site.
We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration. This is statistical data about our users' browsing actions and patterns, and does not identify any individual. For the same reason, we may obtain information about your general Internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that is transferred to your computer's hard drive.
The Real Flower Company currently uses Session and Persistent Cookies. Session Cookies are stored on the user's computer memory for the duration of the time you spend on the website. They ensure you can navigate around the website without having to repeatedly log in. These Cookies are not accessible once you have navigated away from the website and are automatically deleted when the browser is shut down. Persistent Cookies are stored on the user's computer memory so your details will be remembered when you next visit the website. They are used to track the number of visitors, average time on the site and shopping behaviour on The Real Flower Company website.
Where We Store Your Data
All information you provide to us is stored on our secure servers located in the UK. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the Internet is not completely secure. Athough we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Use of the Information
We will never share your information with third parties for marketing purposes. Any promotional e-mail that you receive from us will always allow you to unsubscribe to futher e-mail promotions. If you wish to ammend your information please visit the Your Account content page on our website.
We use information held about you in the following ways:
• To ensure that content from our site is presented in the most effective manner for you and for your computer.
• To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
• To carry out our obligations arising from any contracts entered into between you and us.
• To allow you to participate in interactive features of our service, when you choose to do so.
• To notify you about changes to our service.
If you are an existing customer, we will only contact you by e-mail with information about goods and services similar to those which were the subject of a previous sale to you.
If you are a new customer we will contact you by e-mail only if you have consented to this.
If you do not want us to use your data in this way please tick the relevant box situated on the form on which we collect your data when you register.
Disclosure of Information
We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.
• If The Real Flower Company (trading name of Wilsbury Ltd) or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
• If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions and other agreements; or to protect the rights, property, or safety of The Real Flower Company, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
You have the right to ask us not to process your personal data for marketing purposes. You can exercise your right to prevent such processing by the box on the form we use to collect your data. You can also exercise the right at any time by contacting at [email protected] and by unsubscribing to our mailing list.
Our site may, from time to time, contain links to and from the websites of our partner networks and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies.
We have taken great care that your visit to our website is a positive one and that your privacy is always respected.